Customer Success Technician Jobs

We are Canada’s fastest growing ISO in the payments industry and we need to expand our head office staff to support our ever expanding operations. Here at SONA we have four core values - Customer Service, Credibility, Our People and Relationships. We have a reputation of honesty and transparency and our team lives and breathes these values.

We are currently in need of a Customer Success Technician who is able to dynamically manage a varied workload. The right candidate will align with our values, be flexible and diligent.

The Customer Success Technician Position at SONA will be a supporting role in our organization as we continue to grow as a leader in the Payment Processing Industry. At a high level, this individual will be responsible to work with our customers and within our service department to ensure our customers have a solid understanding of the solutions they use as well as troubleshoot and resolve technical difficulties they have. This individual will need to be detail oriented and comfortable working with or without supervision in a fluid business environment. They will also need to be comfortable reaching out to customers to help solve technical issues both in person and remotely while maintaining a high level of customer service.

Responsibilities

• Visit customers on site to help with set up of Devices
• Serve as a conduit for new customer acquisition into the customer support model
• Spreadsheet management
• Train and educate our customers on the safety and function of our solutions
• Lead customer relationships with a proactive focus on retention
• Balance priorities of multiple customers
• Take personal accountability for issue resolution and get actively involved where and when needed
• Completing other administrative projects in a timely manner, as needed
• Communicate regularly with our customers via phone and email
• Troubleshoot technical difficulties that are brought forward to us by our customers
• Resolve tickets and issues using defined SLA times
• Attend training both internally and with our partners.
• Working with our CRM to maintain records.
• Provide periodic, comprehensive reports to customers

Requirements

• Attention to detail is essential - we process a lot of paperwork with many small details.
• Ability to think on your feet.
• Must be tech savvy - we use several systems which are hosted by external partners, this means they are all different and have their own nuances. We also have our own systems which you must familiarize yourself with thoroughly.
• Experience with Microsoft Office and G-suite.
• Efficient manner of work.
• Resourcefulness - look for information in the resources which are available to you before asking the question. Questions are always welcome, but finding information which is already available is more efficient.
• Class 5 Nova Scotia Driver License
• Can work as part of a team - working well together is key. Effective communication is a must.
• Ability to learn.
• Access to Personal Vehicle with Clear Drivers Abstract
• Flexible.
• Enjoy a varied workload.